Chances are, whether you have direct client contact or not, you and your team members are providing some sort of customer service. You may not be dealing with outside clients, but in almost every situation you have some sort of internal client (another team, accounting, human resources, etc). Regardless of who your client may be, you need to have the customer service skills necessary to make your customers happy.
But how do you offer great customer service, from a management standpoint?
Start by hiring a great group of people. We’ve spoken quite a bit about interview skills – so use them. Make sure you aren’t only hiring people who can get the job done, but who can get the job done while remaining friendly and interested in their work.
Make sure you outline a clear set of customer service standards for your team members to follow. They should dictate how they speak to customers, how they act in the presence of customers, and how they respond (in both attitude and time frame) to the needs of their customers. Once you’ve set the standards, hold your team members to them.
Ensure your team member are getting the training they need. Believe it or not, most people aren’t born working in customer service industries and, as such, the skills needed to deal with people do not come naturally. Ongoing training will support your cause.
Develop an incentive program through which those who go above and beyond the call of duty can be rewarded for their efforts. Sure, you should be paying well, but you should show your team members a bit of respect by acknowledging their hard work from time to time as well.
Take criticism seriously. People who are unhappy with your business aren’t likely to tell you about their experiences – they’ll tell everyone else they know instead. If someone has something to say – listen. Others probably have the same sentiment.
The happier your team members, the more their attitudes will rub off on their customer interactions – guaranteed.